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TMCNet:  CRMXchange Announces April Webcasts for Contact Center and Customer Experience Professionals

[March 29, 2013]

CRMXchange Announces April Webcasts for Contact Center and Customer Experience Professionals

Montvale, NJ, Mar 29, 2013 ( via COMTEX) -- The contact center is now being viewed as a powerful business intelligence resource, delivering critical data that impacts every facet of an organization's performance. To keep up with the latest developments, CRM and contact center management personnel have an ongoing need for cutting-edge information. CRMXchange, the leader in online educational events, announces a schedule of seven complimentary April webcasts designed to provide insight into issues affecting contact center operations and planning. All webcasts begin at 1:00pm Eastern and are available for download after the event.

4/2 Forecasting Everything Important for Contact Centers - Volumes, Agent Shrinkage, AHT, and Now, Customer Experience - Bay Bridge Decisions Group, Interactive Intelligence. To develop a solid contact center plan, it is important to forecast several different metrics well: volumes, handle times, sick time, attrition, wage rates, and now customer experience metrics, such as Net Promoter Score or agent quality scores. In this session, hear methods and metrics for forecasting all of these important metrics, and also the benefits associated with adding customer experience as a new planning metric.

4/4 Stop the Frustration of Calls Caused by Self-Service Failures - Enkata. When self-service fails to work as expected, it increases call volumes and creates customer dissatisfaction. One recent study determined that 30% of calls were preceded by a web visit. Self-service logs often lack the detailed information needed to understand what the customer was trying to do, and why they failed. Accurate and detailed information on call reasons can fill in these information gaps, eliminating unnecessary calls in the contact center, and reduce customer frustration.

4/11 (On demand) Customer Experience Interaction Management For Next-Generation Contact Centers- Avaya and DDV. Mobile devices give consumers flexibility and power. Most companies do not take full advantage of this game-changing shift in how people communicate. Explore how bringing mobile channels into the contact center leads to happier, more loyal customers and contact center cost savings. Hear from some of the industry's leading experts who will explore the design, development and business benefits of modern, personalized multi-channel self-service.

4/16 Four Trends That Are Defining the Future of Customer Service- LiveOps. Organizations that excel in customer service usually ensure that their agents, processes and technology are optimized to perform well at all times. By continually evaluating shifting trends in customer behavior these organizations are able to stay ahead of the myriad of challenges facing their agent community and ensure that through a better agent experience they can deliver a better overall customer experience. Join guest Kate Leggett, Forrester Research and Ann Ruckstuhl, LiveOps, as they review four of the hottest trends that are helping to define the future of customer service today and how you can stay ahead of them.

4/23 Mobile Customer Collaboration- Cisco. The proliferation of mobile devices is evident everywhere. How do mobile devices fit into a customer care strategy The short answer - mobile changes everything. Join Cisco and Bucher + Suter for a lively discussion of mobile customer collaboration market trends, best practices, potential pitfalls, and the latest innovations.

4/25 Harnessing Big Data in the Contact Center - CallCopy - Big data repositories across the enterprise can strengthen contact centers' ability to achieve highest levels of customer satisfaction. Big data is particularly valuable when used to drive performance metrics that empower staff to focus on timely response to marketplace challenges and change.This webinar explores how big data, including unstructured customer interactions and structured data, such as customer order and shipment information, enables greater success.

4/30 Roundtable: Best Practices in IVR and Self-Service Solutions - Aspect, Angel, IntelliResponse. As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking self-service solutions that can provide sound business benefits and improve the customer experience. The phone channel is often times an organization's first line of communication between customers and your brand. Delivering an exceptional customer experience should include intelligent self-service and automation so that customers can easily complete transactions, solve problems and save your business time and money at the same time. Discover if newer self-service technologies are making the IVR obsolete.

April Technology Showcase CRMXchange is pleased to announce the April Technology Showcase, 'Build Customer Loyalty with an Interactive Social Media Strategy', presented April 12th by Aspect. Many companies monitor what's being said about them, but they don't respond. Until now, there hasn't been a tool that empowers contact center agents to use their expertise to deliver timely responses to proactively engage customers and help them with their customer service issues. In this Technology Showcase demonstration, see how this tool can identify and prioritize posts, route the post to the appropriate team with full conversation threading, and after the response, let the agent quickly respond back on the originating social network.

About CRMXchange CRMXchange is the premiere destination for information on customer relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources. For more information, visit or contact Sheri Greenhaus at (201) 505-1743.

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